Insurance Customer Service

Position : Property & Casualty Support Specialist (Tier II)

Location : Rochester NY

Duration : 8 month

Shift : M-F 9 : 00 am - 5 : 30 pm

Job Qualifications

High school diploma required

A minimum of 2 year customer service experience or insurance related experience

Job Description

Provides advanced customer service and support to internal staff and external clients in the areas of property & casualty suite of products, workers & compensation.

Maintains a high level of knowledge concerning the products and services supported by the Agency.

Assists external users of the technical products by answering questions and solving problems involved with their use.

Identifies, investigates, and researches user questions and problems.

Refers unresolved issues to technical or professional personnel for follow up as needed.

Researches and resolves product and service issues relative to the Property & Casualty suite of products from any internal / external clients.

Ability to diffuse client concerns and notify management of critical situations to ensure the best solution is implemented for the client and the Agency.

Responds to inbound calls and place outbound calls as required by the business unit relating to Property & Casualty suite of products and / or the Workers & Compensation Payment Services.

Maintains an accurate recording of all internal and external communication.

Exhibits comprehensive knowledge of the Agency portfolio corresponding systems and internal / external processes to ensure client satisfaction.

Develops enhancements to existing or new processes and procedures while making the necessary recommendations to management.

Maintains and manages positive and professional relations with the Agency's clients insurance carriers and internal / external clients to ensure client satisfaction.

Utilizes multiple software applications in conjunction with carrier and bureau websites in order to respond to all client inquiries. Internal applications include HRIS (human resource information system) and Online Reporting System.

Continues to stay abreast of all changes pertaining to various internal product offerings regulatory changes policy changes and insurance industry developments in support of client satisfaction.

Participates in assigned projects or required training.

Other duties as assigned.